Frequently Asked Questions

CREATING AND AMENDING ACCOUNTS

What do I need to start using ORGANISATION’s STOREFRONT?
Anyone can view or browse products on ORGANISATION’s STOREFRONT without registering for an account but if you wish to request a licence for a product then you will need to set up an account by providing the following information:

• First name
• Surname
• E-mail
• Institutional / organisational postal address

I have forgotten my password!
Please go to this page, enter your STOREFRONT account email address and you will be sent an email with a link to reset your password.

Can I change my account details?
Click on your account name at the top right of the screen and select ‘MY DETAILS’. You maychange any of the details relating to yourname, organisation, address or phone number.

My email address has changed and now I no longer have access to the email address with which my account was registered.
Please use the Contact us form providing your original details and a new email address.

I have changed institutions since setting up my account. Can I transfer my account to my new institution?
Yes. Log in and click on My Account >Account Settings and make any necessary changes. Note that a change of institution will require email confirmation.

PLACING AN ORDER / LICENCE REQUEST

How do I place an order or request a licence?
Navigate to the web page of the product you wish to licence and carefully select an appropriate licence option (the terms of licence are available to preview) by clicking on the ‘ORDER NOW’/’REQUEST NOW’ button. Then follow the onscreen instructions.

I work for a commercial company. Can I still request a licence for a product?
Yes. As long as that product has a licence appropriate for commercial use - please review the licence options carefully

I work for a research institution. Do I qualify for an academic licence?
Yes. You must register with a valid academic or research institution email address in order to qualify for any academic licences offered on a specific product page. You must also use the requested product only for the purposes (e.g. internal non-commercial research) specified in the licence terms to which you have agreed.

None of the licensing options that are available for the product I am interested in suit my purpose. What can I do?
If a suitable licence is not available or if you are not sure which licence to select, please click on the CONTACT US button on the product page or, if that feature is not available for that product, contact us with your specific requirements.

Colleagues in my organisation / department have previously ordered products from ORGANISATION’s STOREFRONT. Can I use their account to place an order?
No. For reasons of privacy and security, each order must be submitted through an individual’s own account.

Is it possible to place an order or renew a licence by phone?
No. All orders must be made online, through an account registered on ORGANISATION’s STOREFRONT. This includes re-orders and licence renewals.

LICENCE APPROVALS

What happens after I have placed my order?

Once you have placed an order, you will receive a confirmation email from us.

Depending on the product / licence, your order may need to be approved by an Authorised Representative of your organisation (someone in your organisation who has the legal authority to approve licences on behalf of your organisation – e.g. a line manager, someone from your legal department or from your Research Services / Technology Transfer Office) and / or by an administrator of ORGANISATION’s STOREFRONT

Some orders may be set by ORGANISATION to be approved automatically.

Whichever the approval process, you will be presented with clear and simple onscreen instructions and receive email notifications at every step of the way to keep you informed of progress.

What happens once an order has been approved?

Once an order has been approved by both parties, we will send you email confirmation.

If payment is due, we will send you instructions, by email, of what to do next. Payments can be made on ORGANISATION’s STOREFRONT by credit or debit card or we can issue an invoice with instructions on how to make payment.

Once order approval and / or payment is complete then you will be emailed either (i) download instructions - for digital products such as software or images or (ii) shipping information regarding your product - for physical products such as research reagents.

Can I keep track of my order?
Yes. Click on your account name at the top right of the screen and select ‘MY ORDERS’.

I want to cancel my order. What do I do?
Please click on your account name at the top right of the screen and select ‘MY ORDERS’. Then, for the order that you wish to cancel, click on ‘View Detail’, followed by ‘CANCEL ORDER’.

My request for a product has been declined. Why?

There are various reasons why an order may be declined, including:

• Registering an account without a working organisational email address.
• Requesting an academic licence without being qualified to do so.
• Nominating representatives who are unable to authorise your request.

If your request has been declined by Authorised Representative of your organisation, please to contact them with any queries.

My request for a product has been declined. Can I order another product?

Yes. Each order is assessed on a case-by-case basis.